Case Study: HP achieves smarter global customer support with Konrad Group

HP transforms global customer service with Konrad Group across 170+ countries

HP, a global technology leader with over $53 billion in annual revenue, faced the challenge of integrating AI into its global customer service delivery to match its legacy of innovation. The company partnered with vendor Konrad Group to reinvent its customer experience across digital channels and touchpoints worldwide.

Konrad Group developed and implemented an enterprise-grade AI agent called InsightAI for HP’s customer support. The solution, built following extensive research and prototyping, uses contextual inferencing to handle natural conversations, answer questions, and troubleshoot issues. The partnership resulted in a transformed global CX strategy with nine strategic principles and 60 omnichannel initiatives, leading to self-serve capabilities, reduced call volumes, and increased customer satisfaction and retention.

HP